Customer Service Manager
Resume:
.
Nicole
VonDerAheCustomer Service Expert
Nicole VonDerAhe
Tempe, AZ 85281
602-***-**** ******.*********@*****.***
Objective: Looking for a job that utilizes my quantitative and qualitative problem solving skills.
Education:
Bachelor of Science in Political Science
Arizona State University Tempe, AZ August 2009
Cumulative GPA 3.86 Summa cum Laude
Transcripts available upon request
Dean's List, 4 year
ASU University Scholarship recipient
Property and Casualty Insurance License
December 2009
License # 957494
Expires Oct 31, 2013
Professional Skills
Customer Service Skills
Utilized multiple techniques to teach standardized skills used in early education (Private Tutor)
Answered incoming phone calls and determined whether a patron's level of play warranted a complimentary stay at the hotel (Tropicana Express and River Palms)
Explained increases in insurance rates, how coverage applies, and made suggestions as to other policies that would enhance current coverage such as personal liability policies (Liberty Mutual)
Reviewed auto, home, and personal liability policies for coverage needs, as well as applicable discounts (Liberty Mutual)
Created follow-up tasks to ensure all policyholder requests were accurately handled in order to demonstrate a sense of personal responsibility (Liberty Mutual)
Provided world class customer service to approximately 200 pharmacies a day in an environment where quality is demanded. (McKesson)
Experienced in time-sensitive decision making and placating a dissatisfied customer (McKesson, Liberty Mutual, Wienerschnitzel)
Ensured prompt, courteous customer service would be provided by my crew as shift manager. (Wienerschnitzel)
Quantitative Skills
Reviewed insurance billing with policyholders and explained the variable payment plans available and how a change in their plan could effect current and future billings (Liberty Mutual)
Provided advice regarding sufficient levels of monetary coverage (Liberty Mutual)
Verified daily deposits and accurately completed monthly reconciliation processes for approximately 100 H&R Block Tax Preparation Offices in two regions (H&R Block)
Investigated discrepancies in deposits (H&R Block)
Compiled daily deposit reports using Microsoft Excel (H&R Block)
Computer Skills & Equipment Skills
* Proficient in Microsoft: Word, Excel, PowerPoint, navigating the internet, using online research tools
* Accurate typing, approx 50+WPM
* Highly skilled in navigating personal computers and troubleshooting common problems
* Experienced with a multi-line phone system. Competent at copying, faxing, filing and printing.
* LMS & CMS hotel operating systems
Work Experience
Tutor
Private Residence
Temporary
VIP Reservations Clerk
Tropicana Express Hotel & Casino
Licensed Customer Service Representative
Started as: Billing Representative
Liberty Mutual Insurance via Axis Employment Services
Temporary-to-direct hire
07/200*-******
Customer Care Representative II- Inbound Calls
Started as: Customer Care Representative I
McKesson Pharmaceutical Scottsdale, AZ
6/2007-8/2008
Bookkeeper
H&R Block Tempe, AZ
1/2007-5/2007
Front Desk Attendant & Tour Guide
Arizona State University Tempe, AZ 10/2005-5/2006
Wienerschnitzel Bullhead City, AZ Shift Manager
03/2003-08/2005
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